Last updated: 29 August 2026
Why SSL/TLS certificates work differently from physical goods
An SSL/TLS certificate is digital content, generated and issued specifically for the domain(s) you request, using the Certificate Signing Request (CSR) you provide. Once a certificate authority has issued a certificate, it exists and has been delivered – there’s no physical item to send back. Even so, we back every certificate we sell with a straightforward money-back guarantee, described below.
Our 30-day money-back guarantee
If you’re not satisfied with a certificate for any reason, contact us via our contact page within 30 days of your purchase date and we’ll refund you in full – whether that’s before you’ve submitted a CSR, or after the certificate has already been issued. This guarantee is backed by the same 30-day money-back guarantee our certificate authority partners (via TheSSLStore) extend to us as a reseller, so we’re able to pass it straight on to you.
A few things are excluded from the guarantee, in line with our supplier’s own policy:
- Subscription-based products
- Additional SAN (Subject Alternative Name) add-ons purchased separately
- Hardware token fees
- Any certificate purchased for, or used in connection with, fraudulent activity
After 30 days, refunds are no longer available, in line with standard practice across the certificate industry.
Before a certificate is issued
If you change your mind after ordering but before the certificate has actually been issued (for example, before you’ve submitted a CSR or completed domain validation), contact us as soon as possible and we’ll cancel the order and refund you in full – this is always available and isn’t limited by the 30-day window above.
Your right to cancel (UK consumers)
Under the Consumer Contracts Regulations 2013, consumers normally have a 14-day right to cancel a distance purchase. This right does not apply to digital content once its supply has begun with your explicit consent and acknowledgement that you lose the right to cancel – which, for a certificate, happens at the point it’s issued. At checkout, we’ll ask you to confirm this before proceeding, in line with the regulations. This is separate from – and doesn’t reduce – the 30-day money-back guarantee above, which we offer on top of your statutory rights.
Faulty or incorrect certificates
If a certificate is genuinely faulty (for example, a technical issue on the certificate authority’s side) or was issued to the wrong domain due to our error, we’ll work with TheSSLStore to get it reissued or refunded at no extra cost to you – this isn’t limited to the 30-day window either.
How your refund is paid
We refund you directly to your original payment method. How we in turn settle with our certificate authority partner is between us and them – it doesn’t affect how quickly or how fully you’re refunded.
Contact us
If anything about your order isn’t right, get in touch via our contact page with your order number and we’ll sort it out.
This policy is a general guide and doesn’t affect your statutory rights as a UK consumer.